Manager – Site Reliability Engineering

Support Center - IrvingWe are seeking a highly skilled and experienced Manager - Site Reliability Engineering to lead our SRE team in fostering a culture of collaboration, continuous improvement, and innovation across our development, operations, security, and QA teams. The ideal candidate will have a strong background in software development, systems administration, automation, and cloud infrastructure. This leadership role requires technical expertise, strong communication skills, and a passion for building scalable, reliable, and efficient systems.

Major Activities

• Lead, mentor, and grow a high-performing Site Reliability Engineering team, fostering a culture of reliability, automation, continuous improvement, and strong collaboration across Engineering, Infrastructure, Security, and Technology Operations.
• Establish and drive Site Reliability Engineering practices across critical applications and platforms, including Service Level Indicators (SLIs), Service Level Objectives (SLOs), availability targets, error budgets, capacity planning, and reliability metrics.
• Improve production reliability and availability by identifying recurring operational issues, eliminating toil, automating repetitive tasks, and engineering solutions that improve system resiliency, scalability, and recoverability.
• Lead incident management and production support practices, ensuring rapid detection, effective triage, service restoration, escalation, and stakeholder communication during major incidents. Drive blameless post-incident reviews, root cause analysis (RCA), and completion of preventive and corrective actions.
• Build and enhance observability capabilities using monitoring, logging, tracing, alerting, and telemetry platforms such as Datadog, Prometheus, Grafana, ELK, and Google Cloud Observability. Continuously improve alert quality to reduce noise and improve early detection of production issues.
• Partner with application engineering and DevOps teams to embed reliability into the software development lifecycle, including CI/CD, deployment automation, release readiness, performance validation, production monitoring, and rollback/recovery strategies.
• Oversee reliability and operational readiness of scalable, highly available infrastructure across multi-cloud environments, with a focus on Google Cloud and Oracle Cloud. Ensure effective capacity planning, disaster recovery, performance management, infrastructure-as-code, and automation.
• Define and monitor SRE KPIs and operational health metrics, including availability, MTTR, incident volume, recurring incidents, change failure rate, alert effectiveness, SLO attainment, automation, and reduction of operational toil. Communicate reliability trends, risks, and improvement plans to senior leadership and stakeholders.
• Partner with Security teams to strengthen production security and resilience, including vulnerability remediation, secure infrastructure practices, access controls, patching, and risk mitigation.
• Drive continuous improvement and reliability engineering initiatives, identifying opportunities to proactively reduce production risk, improve operational processes, automate manual activities, and increase engineering efficiency.

Other duties as assigned

Minimum Education

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).

Minimum Type of Experience the Job Requires

• 7 to 8 years of experience in Site Reliability Engineering, DevOps, Production Engineering, Cloud Engineering, Infrastructure Engineering, or a related technical role, with at least 2 to 3 years in a managerial or technical leadership capacity.
• Strong experience in production operations, incident management, troubleshooting, root cause analysis, and reliability engineering for business-critical applications and services.
• Experience defining and managing SLIs, SLOs, availability targets, reliability metrics, and operational KPIs.
• Proven experience with observability and monitoring platforms such as Datadog/Coralogix, Prometheus, Grafana, ELK Stack, and Google Cloud Observability.
• Strong experience with CI/CD technologies such as Jenkins, GitHub Actions, GitLab, and version-control platforms such as Git and Bitbucket.
• Solid understanding of cloud platforms, particularly Google Cloud and Oracle Cloud, with experience using infrastructure-as-code technologies such as Terraform and CloudFormation.
• Experience with containerization and orchestration technologies including Docker, Kubernetes, and Helm.
• Hands-on experience with Linux/Unix environments and scripting/programming using technologies such as Python, Bash, or Go.
• Experience designing and supporting highly available, scalable, resilient, and recoverable production environments.
• Experience with capacity planning, disaster recovery, performance engineering, deployment strategies, and production readiness.

Other

• Excellent leadership and people-management skills with the ability to develop engineers and build a collaborative, accountable, and inclusive SRE culture.
• Strong analytical, troubleshooting, and problem-solving capabilities, particularly during high-severity production incidents.
• Ability to balance reliability, engineering velocity, operational risk, and business priorities.
• Strong understanding of security, vulnerability management, resilience, change management, and production operational practices.
• Ability to identify and eliminate operational toil through automation and engineering.
• Strong stakeholder-management skills with the ability to communicate technical incidents, reliability risks, and improvement strategies to both engineering teams and senior leadership.
• Ability to operate effectively in a 24x7 production environment and provide leadership during major incidents and peak business periods.
• Exceptional verbal and written communication skills.

Preferred Education

• Master’s degree in computer science, Information Technology, or a related field (or equivalent work experience).

Preferred Type of Experience the Job Requires

• Google Cloud Professional Cloud DevOps Engineer or Google Cloud Professional Cloud Architect certification.
• Certified Kubernetes Administrator (CKA), Certified Kubernetes Application Developer (CKAD), HashiCorp Terraform Associate, or similar cloud/infrastructure certifications.
• Experience implementing or maturing an SRE operating model within a large enterprise environment.
• Experience supporting high-volume, business-critical or retail/e-commerce technology environments, particularly environments with significant seasonal or peak-period demand.
• Experience establishing on-call practices, incident command processes, blameless postmortems, service ownership, reliability scorecards, and error-budget practices.

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com.

Michaels offers a range of benefits to support team members and their families. Depending on position and eligibility, team members may have access to a 401(k) with employer match, an Employee Assistance Program, medical, dental, and vision coverage, telemedicine services, flexible spending accounts, commuter benefits, tuition assistance, adoption assistance, and various voluntary insurance options. All team members enjoy everyday perks such as employee discounts and access to partner discount programs. For a summary of benefits, visit the Michaels Benefits at a Glance page. For additional information regarding benefits, visit MIKBenefits.com

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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